Reader protection

Your money back for the books that are wrong, and for the whole order when none of it is as it should be:

It didn’t arrive

From its expected delivery date, or once tracking has shown nothing new for 5 days after posting. No photos needed.

It isn’t as described

Its condition, edition or details are worse than the listing you bought from: damage, missing pages, writing or highlighting the seller didn’t show or mention.

It’s the wrong book

A different title, edition or ISBN.

It was damaged in the post

Photograph the book and the packaging before you throw anything away.

Every order is sent tracked, so a missing parcel can be checked rather than argued over.

Not covered

• Changing your mind, or finding it cheaper elsewhere. That’s your separate right to cancel (below), where you pay return postage.
• Wear that matches the listed condition, or that the photos or note showed.
• Writing, highlighting or damage the listing mentioned or showed.
• A parcel that is late but still within its expected delivery date.

Your book will match the listing as you bought it. That means its condition grade, whether it has writing or highlighting, its format and anything the seller said about it (signed, first edition, special edition), the seller’s note in their own words, and the photos of that actual copy.

We keep a copy of all of these from the moment you check out. If the seller edits the listing later, your claim is still judged against what you saw, and the seller and our team see the same photos side by side with yours.

Wear the photos show, or the condition or note describes, is as described. Anything worse that wasn’t shown or said isn’t.

1. 1.Tell us from your orderOpen the order and choose Something wrong?, then It’s a problem with the book. Say what’s wrong, add up to five photos (needed for everything except a missing book), and say what would put it right: a full refund sending the book back, a full refund without a return, or a partial refund keeping the book.
2. 2.The seller has 72 hours to replyWe tell the seller and hold their payment for the order. If they haven’t replied a day before their deadline, we remind them. They can agree to a refund, offer a partial refund, or give their side with photos.
3. 3.We decide within 48 hoursA person compares your report and the seller’s reply with the listing as you bought it, and the tracking. We decide within 48 hours of the seller’s reply, or of their deadline if they don’t reply: never more than 5 days after you tell us. If the book has to go back first, within that time we tell you where to send it, and we refund you once it’s there. Your order page shows each step and its date as it happens.
4. 4.Your refund is sentWe send a refund as soon as we decide it (when the book has to come back, once it has). It goes back to how you paid, in the same proportions: a card refund usually shows within 5 to 10 working days, and Bramble credit is back straight away (bonus credit that has expired, and the extra for spending earnings, aren’t given back). We email you when it’s sent.

You can tell us from the day the seller posts your order until at least 14 days after it arrives (for a collection point, the day you collect it). The seller isn’t paid before then, so nothing can cut that short. Check each book when it arrives, and don’t confirm receipt if something is wrong.

A parcel that hasn’t come can be reported from its expected delivery date, or once tracking has stalled for 5 days. If tracking says it was delivered and it wasn’t, tell us within 14 days of that.

After that, contact us anyway: your legal rights (below) last much longer than reader protection’s window.

• A refund covers the books that are wrong. When the whole order goes back, or never arrived, it is everything you paid that you haven’t already had back: the books, reader protection and delivery.
• A partial refund, where you keep the book, is the amount you and the seller agree or our team decides.
• If we ask for the book back, we pay the return postage too.
• Refunds go back to how you paid: your card, Bramble credit, or both.

A person replies within 24 hours

To a message you send us from your order.

The seller replies within 72 hours

Or our team decides without them.

We decide within 48 hours of that

At most 5 days from your claim to our decision. If the book has to go back first, we tell you where to send it in that time and refund you once it’s there.

The refund is sent when it’s decided

Or once the book is back, when it has to go back.

That isn’t a claim, and you don’t need one. BookBramble sells you every book, so you can cancel any order, or some of its books, for any reason until 14 days after the day they come into your hands (for a collection point, the day you collect them).

1. Before it’s posted, choose Cancel this order. You’re refunded straight away, or, if the seller has already prepared the parcel, we tell them not to post it and our team finishes the refund.
2. After it’s posted, choose Something wrong?, then I’ve changed my mind, and pick the books. You can send back more of the same order later, while the 14 days last. You can also email us, or send the model cancellation form, and we record it from the day you told us.
3. Post the books back within 14 days to the address on your order. Return postage is paid by you: use a tracked service and keep the receipt, then add its carrier and number to your order.
4. We refund what you paid for those books and haven’t already had back: the books, reader protection and standard delivery (delivery when you return everything left on the order), within 14 days of the books coming back or your proof of posting, whichever is first.

BookBramble is the seller on every order, so you have the rights the law gives anyone buying from a business. Under the Consumer Rights Act 2015 a book must match its description and be of satisfactory quality for a second-hand book, and the Consumer Contracts Regulations 2013 give you the right to cancel above.

Reader protection adds to those rights. It never replaces or limits them, and nothing on this page takes them away. If something is wrong after reader protection’s window, or a decision doesn’t seem right, contact us: you may still be entitled to a refund, repair or replacement under the law. Our terms

Describe each copy honestly, with photos of the actual book and any wear, notes or damage. That is what a claim is judged against, and we keep it exactly as the buyer saw it.

• While a claim is open, your payment for that order is held. Reply within 72 hours from the order page; we remind you a day before the deadline.
• If the buyer is refunded in full, you aren’t paid for the order. A partial refund comes out of what you receive for that sale.
• If our team decides there’s no refund, the hold is released and you’re paid as usual.
• A buyer who changes their mind posts the book back to you at their own cost. Confirm it’s arrived on the order: it goes back into your stock, paused, and you aren’t paid for it. If it hasn’t come back by the return date, say so on the order. Payouts wait until 14 days after delivery for this reason.
• We refund a buyer who shows proof of posting, even before the book reaches you. If that proof is false, we bear the loss, not you.